Providing data messaging support by intercepting and processing received short message service (SMS) messages at a customer support service
First Claim
1. A method, comprising:
- pre-processing a message at a message processing server to determine a particular contextual classification associated with at least one word included in the message;
assigning the message to a predefined message bucket comprising a plurality of automated responses by selecting at least one of a plurality of different predefined message buckets, wherein one of the predefined message buckets has a higher relevancy rating than the other plurality of different predefined message buckets based on a relevancy rating of the particular contextual classification associated with the at least one word included in the message; and
processing the message to determine whether to generate an automated response and transmit the automated response to an end user device;
wherein prior to assigning the message to the predefined message bucket, at least one term in the message is replaced with a known alias term linked to the predefined message bucket.
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Accused Products
Abstract
A message receiving, intercepting and processing method and corresponding application and device may provide receiving a message at a message processing server, pre-processing the message to determine a particular contextual classification associated with a word included in the message and assigning the message to a predefined message bucket that has a number of automated responses. The method may also include identifying an automated response to the message that includes contextual information that is based on the parsed word from the message and processing the message to determine whether to generate the automated response and transmit the automated response to an end user device based on a confidence score.
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Citations
20 Claims
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1. A method, comprising:
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pre-processing a message at a message processing server to determine a particular contextual classification associated with at least one word included in the message; assigning the message to a predefined message bucket comprising a plurality of automated responses by selecting at least one of a plurality of different predefined message buckets, wherein one of the predefined message buckets has a higher relevancy rating than the other plurality of different predefined message buckets based on a relevancy rating of the particular contextual classification associated with the at least one word included in the message; and processing the message to determine whether to generate an automated response and transmit the automated response to an end user device; wherein prior to assigning the message to the predefined message bucket, at least one term in the message is replaced with a known alias term linked to the predefined message bucket. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. An apparatus, comprising:
a processor configured to; pre-process a message at a message at a processing server to determine a particular contextual classification associated with at least one word included in the message, assign the message to a predefined message bucket comprising a plurality of automated responses and select at least one of a plurality of different predefined message buckets, wherein one of the predefined message buckets has a higher relevancy rating than the other plurality of different predefined message buckets based on a relevancy rating of the particular contextual classification associated with the at least one word included in the message, and process the message to determine whether to generate the automated response and transmit the automated response to an end user device; wherein prior to an assignment of the message to the predefined message bucket, at least one term in the message is replaced with a known alias term linked to the predefined message bucket. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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15. A non-transitory computer readable storage medium configured to store instructions that when executed cause a processor to perform:
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pre-processing a message at a message processing server to determine a particular contextual classification associated with at least one word included in the message; assigning the message to a predefined message bucket comprising a plurality of automated responses by selecting at least one of a plurality of different predefined message buckets, wherein one of the predefined message buckets has a higher relevancy rating than the other plurality of different predefined message buckets based on a relevancy rating of the particular contextual classification associated with the at least one word included in the message; and processing the message to determine whether to generate the automated response and transmit the automated response to an end user device; wherein prior to assigning the message to the predefined message bucket, at least one term in the message is replaced with a known alias term linked to the predefined message bucket. - View Dependent Claims (16, 17, 18, 19, 20)
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Specification